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Re: [otrs] send notification to customer about closed ticket.???
by aman 22 May '09

22 May '09

hi marshall, under the QUEUE==RESPONSES, i think we can add the responses to the queue. what about the notification to customer, when a ticket was closed by agent & the notification should be the note written when the agent is going to close the ticket, i think it is in the Notification in ADMIN module, but i don't know how to configure it. -aman On Fri, May 22, 2009 at 4:32 AM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. send notification to customer about closed ticket. (aman) > 2. Migrating to 2.3.4 (Rabindra Pandey) > 3. Re: configuring POP3 mail account to otrs(mysql). (ravi shanker) > 4. Re: Mass import users (Michiel Beijen) > 5. Re: send notification to customer about closed ticket. > (L Marshall) > 6. Re: Migrating to 2.3.4 (Maurice James) > 7. Re: Mass import users (Maurice James) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 21 May 2009 19:27:31 +0530 > From: aman <goforaman(a)gmail.com> > Subject: [otrs] send notification to customer about closed ticket. > To: otrs(a)otrs.org > Message-ID: > <b10fa92b0905210657tf7fa1amb9dc08249efec66a(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > hi, > > i am new to otrs, using otrs 2.3.4 on a CentOS 5.2 machine > > Is there an option somewhere in OTRS that sends out an e-mail > (i.e. from the the notification master) to customer that informs the > customer that his/her ticket has been closed with the note we have wrote > when the ticket was closed. > > Thanks! > > -- > regards: > Amanpreet Singh >

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Mass import users
by Maurice James 21 May '09

21 May '09

Does anyone have a script to mass import users as customers into OTRS 2.3.4? Perhaps from an Active Directory dumped into a CVS file?

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Re: [otrs] send notification to customer about closed ticket.
by L Marshall 21 May '09

21 May '09

aman wrote on 5/21/09 10:27 >Is there an option >somewhere in OTRS that >sends out an e-mail >(i.e. from the the notification >master) to customer that >informs the >customer that his/her ticket >has been closed with the note >we have wrote >when the ticket was closed. Yes OTRS will do this. I ?think? it is configured under QUEUE <--> RESPONSES under the admin/configuration section of OTRS.

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Re: [otrs] configuring POP3 mail account to otrs(mysql).
by Michiel Beijen 21 May '09

21 May '09

Dear mr shanker, First of all, OTRS is completely perl based so if you can access the web interface you will absolutely have perl installed. Second, POP is used for receiving mail. For sending you will need to use sendmail or smtp. See the OTRS manual for more details. in the event you'd like to receive (commercial) support in configuring and setting up OTRS please contact me off-list to discuss. Kind regards, Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On May 20, 2009 5:19 PM, "ravi shanker" <rshanker_ch(a)yahoo.com> wrote: Hi all, Help me with configuring POP3 mail account to otrs(mysql). have configured pop3 account with hostname,pwd ..etc in admin area of user interface. after that when i create phone ticket,email ticket from my account i'm not recieving mail notifications for cases created. i dont have perl installed in system.is any other configuration required for pop3 other that from admin interface. thanks in advance Ravi Shankar --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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send notification to customer about closed ticket.
by aman 21 May '09

21 May '09

hi, i am new to otrs, using otrs 2.3.4 on a CentOS 5.2 machine Is there an option somewhere in OTRS that sends out an e-mail (i.e. from the the notification master) to customer that informs the customer that his/her ticket has been closed with the note we have wrote when the ticket was closed. Thanks! -- regards: Amanpreet Singh

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What version of the FAQ module should I use with OTRS 2.3.4 and OTRS::ITSM 1.2.3?
by Rodney McDuff 21 May '09

21 May '09

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Available tickets and article actions
by Arlene Wu 21 May '09

21 May '09

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Re: [otrs] Ticket Solution Time
by Fürtbauer Wolfgang 20 May '09

20 May '09

Hi, As far as I know: no way to configure. But if you,re using ITSM I posted a patch recently, which would help Best regards Wolfgang ------------------------------- Wolfgang Fürtbauer Head of IT Asamer Holding AG ________________________________ Von: otrs-bounces(a)otrs.org An: User questions and discussions about OTRS. Gesendet: Tue May 19 23:41:28 2009 Betreff: [otrs] Ticket Solution Time Hello!!! I have a question related to the calculation of total ticket solution time: Is it possible for OTRS to have like a "frozen" time which does not affect the time of SLA? I have an example: Suppose you define a SLA called "High" and you define that ticket solution time for this SLA is 1 hour. One day you receive a ticket with a High SLA at 9:00 am, and according to the requeriment of customer you need to contact a supplier to get a hardware component, this supplier tells you that this component could give you 1 day after, so until that time you have to wait and ticket can't be closed. If you are mesuring SLA and users who give solution to tickets, you can realize that for the calculation of real ticket solution time it is not correct to include that day you were wating for supplier, because if, for example, you take this time you would have than SLA was not achieved. Thanks. -- Caro R.

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Re: [otrs] configuring POP3 mail account to otrs(mysql).
by ravi shanker 20 May '09

20 May '09

Hi all, Help me with configuring POP3 mail account to otrs(mysql). have configured pop3 account with hostname,pwd ..etc in admin area of user interface. after that when i create phone ticket,email ticket from my account i'm not recieving mail notifications for cases created. i dont have perl installed in system.is any other configuration required for pop3 other that from admin interface. thanks in advance Ravi Shankar

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jpg images with company theme
by Marius Schrecker 20 May '09

20 May '09

Hi again, Is it possible to use jpg images with a custom theme? I've tried putting my own images in the ./var/httpd/htdocs/images/Standard/ directory referenced by $Env{"Images"}, but only the .png images get picked up. Cheers! Marius

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